Embassy Suites by Hilton Boston Marlborough — Hotel in Marlborough

My recent stay at The Embassy Suites, Marlborough, was exceptional in every way, exceeding my expectations with certainty. The property, both inside & out, was impeccably maintained. The Guest Rooms were equally so, and additionally very spacious, functional & comfortable. All fixtures & furnishings were of highest quality & comfort, and the rooms & suites all include several thoughtful modern day conveniences... however small & seemingly subtle, efforts that leave big & lasting impressions. It can be the little things that count, but Embassy Suites Marlborough aces both sides of the spectrum & the entire range in between,

In reference to the current times and operating a business typically in the cross-hairs of scrutiny in regards to cleanliness & safe practice, I have sadly seen many other properties miss the mark entirely on this - which to me is remarkably unprofessional and reckless. In the wake of significant cutbacks, furloughs, layoffs & operating expense cuts, any position contributing to the safety of a property should not be cut. That force should be doubled, or at the least managed / increased per a properties specific needs, to ensure nothing but the very best possible efforts & results. To those other supposed hi end properties I've seen first hand with completely unacceptable conditions; trash & towels in hallways for 2,3 days untouched, and noticeably unclean public areas & guest rooms alike, (I reiterate, hotels self touted as "5 Stars" & among the best), in my opinion you have let down your guests. My message For management of any hospitality focused business: To not see the "Forest thru the Trees" in this regard, or perhaps feel the need to produce financial reporting to boards with aim to please or fear repercussions, shame on you. Your short sighted, selfish approach will be the first factor that brings your career to a grinding halt. Weather the storm and take care of your guests, or shut your doors now and move on as you have no business with the public's safety in your hands! With that aside, (sorry!):

The Embassy Suites Marlborough is testament to the opposite mentality of that I criticize above. I have not seen any hotel or business, since the pandemic took hold, that has not only focused on what most important - but done so exceptionally. Sanitation is very evident & complete, executed without being overly intrusive. I couldn't have felt more comfortable. Highest praise & "Thanks" to management & team for keeping priority #1 in it's place, with results truly evident. This accomplishment is not easily achieved. Embassy Suites Marlborough achieves it and exceeds it to the point of perfection. It does not go unnoticed.

Re: overall operations, with the exception of state mandated procedure limiting slightly certain amenities, in the public's best interest, the property maintains the safe (clean) haven it does, but operates as closely to normal as possible with no sacrifice to the well being of guests. It was a true pleasure to stay. Perfect!

The staff was wonderful without exception, working together as a team despite the challenges currently faced & they execute with pride and perfection. Every safety measure, every convenience & comfort, every square inch of the property, inside & out, & every staff member, from GM to landscape crew and ALL in between, thank you for your efforts! Any guest of the property I am sure will take notice & appreciate them, and ultimately have a wonderful stay, irrelevant of length or purpose.

Thank you again to all involved with the property for operating and maintaining your property so incredibly well, and incorporating the safety measures necessary at this time without sacrifice to overall principles. I recommend this property to any guest and can't imagine any complaint or issue from anyone, including the most discerning of travelers. Embassy Suites Marlborough will take great pride in making your stay the very...

I love the location and the appearance of the hotel. We had two adjoining rooms for 6 people. There are two queen size beds in each of the bedrooms and a pullout couch in each living room. There are sliding doors between the living room and the bathroom sink area and there is a separate door to the toilet and tub and a locking door to each of the bedrooms. This meant two people could be in the bedroom and the living room could be completely closed off for privacy. So this was excellent for dividing up our party. The drawback is that the bedrooms are small and they are made for double beds. When they upgraded a queen size beds, there is now only a 1 foot gap between the bed and the sliding closet door. There is about a 2 foot gap between the other bed and the window. The distance between the beds is only about 2 feet. There is plenty of room to walk at the end of the beds and to use the dresser and the TV. In the living room when you pull out the bed on the sofa, it is practically touching the dresser on which the TV stands. The TV is smaller in the living room than it is in the bedroom. This makes sense if the parents are sleeping in the bedroom and a small child is on the couch, the parents get the better TV. This is awkward if you actually use the living room as a living room. The property is beautiful with an outdoor creek and garden that has a nice sitting area to view it. The indoor pool is small, but comfortably cool and the hot tub is hot, but not too hot. There is a 24 hour fitness center with a nice amount of equipment that has filtered water available. It is right across the street from Apex entertainment center, although it is a bit of a walk because there is a major highway that you can’t just run across. There is a small snack center that has quite a bit of wine and beer available along with sodas, chips and assortment of microwave foods, frozen items and even items like swim goggles and Tylenol. The prices are quite reasonable and cheaper than many hotels I’ve stayed at. For instance, a cider is five dollars. There is a hot breakfast that includes made to order omelettes and waffles with one unlabeled, unbranded bowl of yogurt. A hot pot of oatmeal with numerous toppings, and four dry cereals, including cornflakes, Froot Loops, Cheerios, and Raisin Bran. There are several juices, hot coffee, a soda fountain, and a multitude of teas. The juice glasses are absolutely tiny and they do not allow you to bring a refillable mug like a Stanley. There is a restaurant that is open to a five story atrium. They do have gluten-free options available. The clam chatter is good and the kids enjoyed the hotdog and fries and cheesecake. The hotel was overall pretty quiet and clean , but there were some rowdy guests on Saturday night playing music loudly at 1:30 am and apparently smoking and because the doors are not airtight that smoke crept into our hotel room. I had to stuff a towel under the door. Can’t blame the hotel for the thoughtless actions of a few jerks. Overall loved our time here and...

The staff at check was great. However, the breakfast was the worse I've had at any Embassy Suites even with the pleasantness of the kitchen/wait staff. The head cook had to chastise his staff for putting out old potatos that were from the day before. Parking was very limited. Usually had to park on the opposite side of the hotel which is not connected to the original wing. You had to either walk around the outside to the front door or enter the door near the parking area, go down to the 1st floor, cross the lobby and atrium to take a different elevator to your room. The room was dusty. There was mold on the shower curtain and some of the hand towels had small brown stains on them. The halls and elevators had a horrible smell. The carpet was stained and dirty throughout the entire hotel. However, the worst experience was attempting to check out. The overnight staff member that checked me out at 5am could not be bothered to stand up and go to the main counter. He remained seated at the desk he was working from. He did not go to the main counter nor stand up until I asked him to do so as he was having difficulty. Apparently, another "co-manager" was present, but never came out from the back. The young man ran my credit card twice and said that there was an issue. When I checked my account then and there, there were two pending charges from the hotel. The issue was on the hotel's end, but his only response was "Uh, yeah, I don't know." The same could be heard coming from the employee in the back. l'm not sure when "Um, yeah, I don't know," is ever an appropriate response in a customer service or hospitality arena. He never once apologized for the inconvenience nor making me late arriving at the airport, as a typically 5 minute transaction took 30 minutes.The payment was charged to the card I originally used to book the room, but as of now I have over $1200 is funds being charged/held for a 3 night stay. Definitely one of, if not the worst, Embassy Suites at which I've ever had the...